enhancesk

Role and Key Responsibilities:
• Manage a team of Real Time Analysts.
• Trigger alignment of schedules across partner / in-house sites with staffing requirements and
operational metrics as and when required on intraday basis
• Communicate with WFM Scheduling Manager on any items that can be incorporated in the nearterm action plan and schedule improvement
• Identify and analyze issue, complete post-mortem report and provide feedback
• Communicate with Partner/Client POCs to address variances
• First level of Escalation for Intraday issues.
Key Skills & Knowledge:
• Experience in managing large scale complex operations in Real Time
• Experience in managing a multi-site and multivendor environment
• Strong Communicator and decision maker
• Strong business acumen
• Should be a go-getter and a collaborator
• Analytical and Problem-solving ability.
• Ability to simplify complex operations into repeatable processes.
• Hands-on experience in Telephony and WFM tools. (CMS Avaya/Genesys/Cisco/Aspect/Verint/IEX)
• High attention to detail and sense of professionalism and ability to develop relationships
Qualification: Graduate